Ocean Customer Experience Specialist - French

Overview

Customer Experience role supporting customers once they are onboarded into the Maersk environment, handling import/export processes, customer queries and exceptions in a French-speaking context.

What you'll do

• Manage customer channels, case management, and customer onboarding and relationship management.
• Assist customers with their issues, keeping close communication with co-workers locally or overseas to ensure prompt handling of exceptions or concerns.
• Deliver a positive customer experience and ensure smooth execution of the end-to-end shipment lifecycle by working closely with the customer and internal teams.
• Understand customers' business drivers, needs and requirements and build strong relationships with all stakeholders, including offshore GSC teams.
• Handle incoming customer service queries, issues and exception management.
• May support the Customer Experience Partner and internal teams.
• Complete import/export processes, complying with SLAs and global process design.
• Facilitate completion of the documentation process and closing of open export and import tasks.
• Support proactive activities that facilitate smooth cargo readiness and delivery order to ensure high levels of customer experience and avoid additional costs.
• Work in close coordination with Area Partners on follow-up to ensure smooth delivery of cargo to the customer as per agreed contract terms.

What you'll need

• French language proficiency at minimum B2 certification (mandatory).
• Any graduate with minimum 1-2 years' experience in customer service transactions/processes and dealing with direct customers in shipping/forwarding/supply chain industries.
• Excellent French and English communication skills, both written and verbal.
• Passion to drive closures with high-level customer service orientation (customer centricity).
• Excellent oral and written English communication skills, with the ability to communicate confidently for coordination with stakeholders.
• Demonstrates strong communication capabilities in an international environment and ability to work with different cultures and people, including phone calls.
• Strong time management to complete tasks on time.
• Keen to details; proactive attitude to foresee irregularities and propose alternative solutions.
• Ability to work under pressure to cope with periods of high workload and tight timelines.
• Excellent stakeholder management skills.
• Proficient in Transportation Management Systems and cargo planning.
• Advanced skills in MS Excel, with experience in reporting through MS Excel.

Nice to have

• Knowledge of Salesforce/SAP and MS Excel is an advantage.

Details

• Location: Chennai, India.
• Willing to work in afternoon shift.
• Site-based working arrangement.